Initial Action Case Manager Review

My role is to as an Initial Action Case Manager for complaints. My responsibilities include; reveiwing complaints as they come in, contacting the customer regarding the next step of their complaint, establishing what the grounds of the complaint are and determining if the complaint is able to be passed on for investiagtion or not.

Since I began my apprenticeship, I have been able to improve many of the skills I already had. I am more efficient when using a computer because my role requires me to be able to navigate through multiple databases and access my emails seamlessly. I have also imporoved on my professional writing skills as I send out numerous letters a day, in my name; so I must ensure that I write clear and coherent information, whilst remaining professional throughout. Furthermore, I have improved on my verbal communication skills as I also talk to customers over the phone. Overall, I feel more confident in my customer service skills since I started.

I have found my apprenticeship to be really enjoyable and more so than I expected. Everyone that I work with, both in and out of my team, have been very welcoming and encouraging, which has made it easy for me to start a completely new job. I also feel comfortable in my role and I know that any help I need is available to me whenever.

I feel that the civil Service values me because you are given a degree of responsibility from the beginning and when i may feel nervous about a task I am always assured that I am doing well by my team members and leader.

I feel that the programme is well organised because it is made very clear to you about what your part in the programme is, how it will benefit you, how it will benefit the business and what the outcomes will be. Also, in my job role, I always have a daily plan of what I need to be doing.

I feel supported because I know where I can get help if I need it and I am aware of what i need to be doing to meet the goals set.

My employer is very supportive of me, just like all of the other employees I am around. I have been given thourough training and I know that any help or guidance I need is readily available to me and I have been made to feel comfortable and confident in what I am doing.

I feel that the salary is good because it covers all of my general costs (e.g. house bills, food bills, travel costs) and also allows me freedom to do social things with my friends outside of work.

There are lots of activites that go on inside of work; i.e. social clubs to join and events to participate in. You are always welcome to join anything new and welcome to go along to any events.

Yes

I would recommend a career in the Civil Service to a friend because already it has been such a positive experience for me. Everyone that I work with is very supportive of me and ready to help me and I like my role and the day-to-day activities I do.

I would advise anyone applying to the Civil Service to prepare before interviews or assessments, have knowledge about the role you are applying to and why it is suited to you, and to be confident.